Internal help desk: answer it once
A private Flow where employees ask IT, HR or ops questions, experts answer, and repeat questions get a link to the solved Wave.
A template is a setup recipe you follow in Flow settings. There is no one-click copy yet.
Internal help desk Search answersWave types to turn on
Best for: IT, HR and operations teams, platform and developer-experience teams.
Question (Help mode)
Help requests archive after 72 hours idle, so the queue shows only live issues.
Announcement
Policy changes and outages. Comments can be switched off.
Session
Weekly office hours per team, set to repeat.
Discussion
Optional. Tool tips and show-and-tell.
OptionalProfile types and what each can do
Profile types are custom roles. Each sits on top of a base Flow role and adds its own limits.
| Profile type | Base role | Can create | Can do | Pages |
|---|---|---|---|---|
| Employee | member | Questions (up to 20) | Reply | None |
| Expert | member | Questions, sessions (up to 4) | Reply, mark helpful | None |
| Team lead | moderator | All types | Mark best, moderate, pin | None |
Set it up in six moves
Create a private Flow
Choose the team category, make it private and set the join mode to approval or invite.
Add Employee, Expert and Team lead
Experts answer; team leads mark best answers and moderate. Invite experts with their own link.
Tag by team
Set default tags such as #it, #hr and #payroll so each team can watch its own tag.
Seed ten real questions
Take the ten questions your team answers most in chat, post them, and mark the answers. Day one search now works.
Pin the ask-here-first rule
An announcement that says: search first, then post. Link to it when someone asks in chat.
Hold weekly office hours
A repeating session per team for anything that needs a call.
Access and moderation settings
Start with these, then adjust once you see how members use the Flow.
Join mode: Approval or invite
Approve each request, or invite by link. Partners with SSO can sign staff in from the intranet.
Visibility: Private
Nothing is public. Waves can be limited further, for example to HR only.
Limited Waves
Use limited privacy for sensitive topics such as payroll.
Reports
Team leads review reports. For HR topics, move the conversation to a direct message.
Digest
Experts can take a daily digest; employees usually prefer weekly.
Variations
One desk per department
Separate Flows for IT and HR, grouped in a Room so people and DMs are shared.
Sign in from the intranet
Partners can mount Dium on an internal path and sign staff in with a one-time token.
Onboarding track
Add a New hire profile type that can only view and ask, and a pinned first-week Wave.
The recipe as data
For partners creating Flows through the API. This is the profile type shape Dium stores in a Flow's settings. Dium adds each type's short code itself.
{
"profile_types": [
{
"name": "Employee",
"perms": {
"can_create_wave": true,
"can_reply": true,
"can_invite": false,
"can_create_exhibit": false,
"threads": [
{"type": "question", "create": 20, "view": true}
],
"reply_wave_types": ["conversation", "question", "session"]
}
},
{
"name": "Expert",
"perms": {
"can_create_wave": true,
"can_reply": true,
"can_invite": false,
"can_create_exhibit": false,
"threads": [
{"type": "question", "create": 20, "view": true},
{"type": "session", "create": 4, "view": true}
],
"reply_wave_types": ["conversation", "question", "session", "broadcast"]
}
}
]
}settings_json when calling ladder.php action create. Check the API reference for which fields are applied on create before relying on it.Start free and follow the recipe.
Create your Flow, then work through the six moves above. Free while you are under 50 members.